It’s important to get your planning right to be able to answer incoming calls as quickly as possible. You don’t want agents sitting around waiting for calls. But you also don’t want to have long waiting times. This can easily lead to complaints and higher numbers of unanswered calls. You need insight into your historic inbound traffic and performance to perform custom data analysis for efficient planning. What works best is if you have call data of all numbers and contact centers (in-house and external/off-shore) combined in one centralized and complete overview. That’s a lot easier than if you have to gather and compile this data from different sources and in different formats.